A customer’s experience is very much a qualitative and emotion based experience. So why are companies so obsessed with turning this into a quantitative measure? Whether it is Net Promoter…
Net Promoter Score is a core KPI at many organizations. It is simple to measure and its findings can be used to indicate other metrics such as customer retention and…
Introduction to NPS Net Promoter Score (NPS) is used to measure the loyalty of a company’s customer relationships. It is used by many companies to both measure customers experience and…
Chicken or the egg? There has been a growing trend over recent years of experts declaring that the ‘customer comes first’ days are over and that actually employee experience is…
Conversational surveys such as Wizu massively improve the survey experience by offering a more engaging, interactive and personalised survey. In some ways conversational surveys are going back to the old-style…
What Is Customer Satisfaction? Before we get into the importance of customer satisfaction, let’s take a step back and look at a definition of customer satisfaction. Broadly speaking, customer satisfaction…
The latest technique in the feedback industry is to use a conversational user interface to gather responses rather than a traditional form based survey. This conversational / chat interface has…
Current survey situation Online surveys continue to be a useful way of capturing customer feedback but there hasn’t been any real innovation in the past decade or so. The traditional…
Heading to Dreamforce on November 6th? Well if customer experience is your thing then we have taken a look through the 2,700+ sessions available over the course of the event…
Let’s start this blog post with an instant caveat – there is no such thing as the perfect chatbot. There is also no universal best practice as you will want…
